Vacancy title:
Expansion Support Supervisor

Jobs at:
BBOXX

Deadline of this Job:
30th March 2018.

Duty Station:
Kigali, Rwanda

JOB DETAILS:
BBOXX is a UK-based company providing affordable, upgradeable solar solutions to meet off-grid customers’ energy needs. We are fully vertically integrated, controlling every part of our customer experience. With over 70,000 systems deployed so far, we have 300+ staff - working across 5 offices in the UK, China and East Africa - who are waking up every morning to work with BBOXX to electrify 20M people by 2020. We invite you to join us on this journey to electrify rural Africa!
Website: http://www.bboxx.co.uk

Expansion Support Supervisor
BBOXX is a UK-based company providing affordable, upgradeable solar solutions to meet off-grid customers’ energy needs. We are fully vertically integrated, controlling every part of our customer experience. With over 100,000 systems deployed so far, we have 450+ staff - working across 5 offices in the UK, China, East & West Africa - who are waking up every morning to work with BBOXX to electrify 20M people by 2020. We invite you to join us on this journey to electrify the off-grid world!

ROLE PROFILE
Title: Expansion Support Supervisor
Reports to: Expansion Support Manager
Role Purpose: To help create long-term, trusting relationships with our new markets (B2B) customers. A B2B customer will mainly be an operator in a specific market/country using BBOXX operating model with BBOXX products, systems and services. The Expansion Support Supervisor will manage a customer-facing team that provides helps and support to our many systems users. A successful Expansion Support Supervisor will prepare his team to scale up while keeping our B2B clients satisfied with our systems and operating model.

KEY RESPONSIBILITIES

• Be the point-of-contact for all B2B customer system support matters
• Manage a team of Business support associate.
• Forecast and track key account SLA’s (e.g. time to first response, time to resolution, etc)
• Developing processes, tools and documentation to improve the customer experience.
• Troubleshooting issues and working with the development team in London to resolve these.
• Identifying emerging trends of technical issues and managing the mitigation of these.
• Manage the trainings about our systems for new B2B customers

REQUIREMENTS

• Strong work experiences: min 5 years work experience in customer facing position
• Aptitude to very quickly and completely grasp BBOXX’s operating model and solution offerings
• Advanced proficiency with MS Excel a must
• Experience working with ERP Systems
• [BONUS] Experience working with Service Desk (JIRA is even better)
• [BONUS] Experience working with Power BI
• Excellent listening, communication and problem-solving abilities
• BA/BS/MA/MS degree
• Able to use English and French as business language is a must.

BENEFITS

• Competitive salary and national medical insurance
• Our relentless commitment to personal development and career growth
• Working with the best people in the sector, and making an impact on the millions of off grid families
• Living and working in one of the most beautiful parts of East Africa

ASSIGNMENT
Please provide a Power Point presentation you made to describe a customer oriented project you managed. This will be used to assess your communication and presentation skills. If you want, you can also provide an Excel file that contains an analysis you made along with an explanation document.
All information you share will be strictly confidential and only used to assess your skills. We will not share or publish any document provided.

Job application procedure
Interested candidates should send their applications to: careers.africa@bboxx.co.uk  before the 31/03/2018.